Agenda

CX Summit 2019
- A not to be missed event

Highlights

  • Rich Content
  • Top-Notch International Speakers
  • Real Case References
  • Showcase of Latest Solutions
  • Business Networking Opportunities
  • Snippets from the Global CX Benchmarking Report 2020

Through …

  • 1 stream, 1 experience
  • 2 panel discussions
  • 5-star facilities
  • 10 table topics
  • 15 CX – Making Connections Showcase (mini-EXPO)
  • 16 speaker presentations

Register now via www.cxsummit.com.my or submit registration forms to CCAM Secretariat (ccam_secretariat@ccam.com.my)

DAY 1

AM SESSION

7.30am – Registration opens with welcome breakfast & refreshments

Session starts at 8.45am

  • Opening Remarks by Organizing Chairperson of CX Summit 2019
  • Welcome Remarks by President, CCAM
  • Keynote Address by The Honorable Minister of Communications and Multimedia
  • Reimaging Customer Experience in the era of Artificial Intelligence
  • When customer experience meets intelligent Enterprise
  • Using augmented intelligence to better your CX strategies

COFFEE BREAK

  • Lead with the Yin, Manage with the Yang
  • Transforming customer experience through RPA
  • Conversational Insights powered by AI

PM SESSION

  • Applying CX Strategies in E-Commerce
  • The future of CX is XM – Experience Management
  • “Scaling the Blue Skies – A MH story”

TEA BREAK

  • Inside Amazon’s Culture of Innovation and Customer Obsession
  • [panel] Decrypting the parts of EX that elevate CX”
  • The Best Way To Predict The Future Is To Create It
DAY 2

AM SESSION

7.30am – Welcome breakfast & refreshments

Session starts at 8.45am

  • Recap of Day 1
  • Great Customer Experiences don’t happen by accident
  • Elevating the CX with Service Journey Thinking
  • New Value of Retail – The most amazing, insightful and honest sharing

COFFEE BREAK

  • [panel] Engaging CX into new frontiers
  • How can we ensure that we harness the diverse skills of our workforce to create impactful and innovative customer experiences?
  • Upset or Uplift CX? It is up to Your New Brand Currency, Voice

PM SESSION

  • Meetings of Minds (MOM) – A mind blowing best practice sharing via 10-table topics- Discovery of What’s Working, What’s Not and What’s Next via World Café mode– Sharing of Best Practices via Table Moderator presentationTable Topics1.  Chat + AI strategy: Customer Success Stories2. Using data to engage customers

    3. Can the GIG economy deliver all that CX needs?

    4. CX – Metrics that Matters

    5. CX Investments that work – making the business justification real.

    6. Digitalization – What’s Next?

    7. Dealing with Online2Offline in the Omni-channel space

    8. Social Media remains an untamed animal in the CX sphere

    9. Hyper personalization requires good help

    10. Design Thinking – a reality that wins the day or just another fad

MEETING OF MINDS
“Engage, Elevate, Excel”
Workshop (Day 2)

TABLE TOPICS :

  • Chat + AI strategy: Customer Success Stories
  • Using data to engage customers
  • Can the GIG economy deliver all that CX needs?
  • CX – Metrics that Matters
  • CX Investments that work – making the business justification real.
  • Digitalization – What’s Next?
  • Dealing with Online2Offline in the Omni-channel space
  • Social Media remains an untamed animal in the CX sphere
  • Hyper personalization requires good help
  • Design Thinking – a reality that wins the day or just another fad

5th Customer Experience (CX) Summit 2019
WIN The Coolest Gadgets of Y2019 !

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